Adherence Report

The Adherence Report helps supervisors and workforce management (WFM) planners monitor agent schedule adherence and conformance. This report provides real-time insights into how closely agents follow their assigned schedules, making it easier to identify trends, reward high performers, and address deviations quickly.

Adherence is calculated and reported after every three hours. If an agent was not scheduled for work, but worked anyway, no value will be displayed for conformance metrics.

Any updates to agent schedules within the previous three months will be considered for adherence calculations (or recalculations) after the schedules have been republished.

Adherence is calculated only for the period when an agent is active. After an agent is deactivated, their future schedules are excluded from adherence calculations and no longer appear in the report, ensuring supervisors see only relevant data. Adherence data from the agent’s active period remains available.

Conformance is calculated by dividing working minutes by scheduled minutes. It is shown as a percentage.

Agent Summary Widget

Shows the total time each agent spent in scheduled activities, in adherence, out of adherence, and in/out of conformance. Columns include:

Agent Adherence Variance Widget

The Agent Adherence Variance widget provides a scatter plot view of each agent's scheduled time, adherence percentage, and variance from the median. Supervisors and workforce managers can use this widget to understand schedule consistency for selected agents. It is configured as follows:

Default date range: Last 90 days

Additional filters for this widget include:

• Employee Group: Team / Agent

• Scheduling Unit

By default, the widget opens in Chart view.

Each dot on the scatter plot represents an agent, with the X-axis showing adherence percentage and the Y-axis showing total scheduled time (in minutes). A dashed vertical line marks the median adherence percentage of all selected agents and serves as a benchmark for comparison. Agents to the left of the line are below the median, while those to the right are above it.

The color of each dot indicates the agent's adherence level based on the legend, allowing supervisors to quickly identify areas that need attention.

Click Options, then Widget Display to change the view to Table.

Activity Summary Widget

This widget presents the total time the agent spent out of adherence for each activity, percentage of the original scheduled time the agent spent out of adherence, total time the agent spent in conformance for each activity, percentage of the original scheduled time the agent spent in conformance.

Adherence Over Time Widget

Shows adherence trends for the configured date range to help supervisors monitor performance over time and identify periods of high or low adherence.

OOA Cause Widget

The OOA Cause widget displays the activities agents actually performed when they were out of adherence, compared to what was scheduled. Select one or more scheduled activities to view mismatches. Supervisors and workforce managers can use this widget to understand the root causes of adherence issues and take corrective action. It is configured as follows:

Default date range: Last 90 days

Default Activities: All

Additional filters for this widget include:

• Employee Group: Team / Agent

• Scheduled Activities

• Scheduling Unit

By default, the widget opens in Chart view.

The Chart is organized into columns, one per scheduled activity. Within each column, blocks are colored by actual activity type. Each block shows the actual activity name and a count representing the number of instances.

Hover over any block for details:

• Scheduled Activity Name

• Actual Activity Name

• Total OOA Duration

• Number of Instances

Display the data in Table view to provide a row-level breakdown of OOA events. Click Options, then Widget Display to change the view. You can configure the Date and Activity filters directly from the inline filter bar. All other filters must be configured from the Settings menu. Filter changes update both the chart and the data table simultaneously.

Raw Data

Provides granular adherence data per agent.